Ensono uses AI to predict & fix IT failures—before they occur

Together we achieved:

54% reduction in incident MTTR
22% reduction in major incidents
50 major incidents prevented in the last six months
38% reduction in SLA payments year on year
1,700+ issues highlighted in the last six months

The client

Unusually, the client in this story is Ensono. We specialize in enabling enterprise and public sector organizations to optimize, evolve and innovate at every stage of their IT journey—across mainframe, cloud, and everything in between.

The challenge

As a relentless ally, we are always looking for ways to help our clients succeed. Supporting hundreds of customers and millions of devices, applications, and infrastructure components, we aim to provide the highest levels of support quality while minimizing downtime and business-impacting events. As a result, our clients have come to expect the highest levels of uptime and superior platform availability from Ensono.

However, as IT systems evolve and complexity continues to rise, achieving our targeted uptime and availability becomes increasingly daunting. Detecting any risk to this—and mitigating it before it impacts our clients’ business—is paramount to Ensono’s continued success.

The journey

AI and machine learning offered the perfect solution: the ability to learn from previous incidents and enable the early identification and resolution of issues before they escalated into major incidents.

“Our aim was to move from the ‘monitor, react, repair’ approach followed by most MSPs, to a ‘predict, prevent, optimize’ approach that would be much more valuable to our clients.”

— Jim Piazza, VP, Machine Learning & Predictive Systems, Ensono

To achieve these goals, we developed two predictive service capabilities. The first—Envision Predictive Engine (EPE)—utilizes machine learning to predict failures using predictive analytics. It unifies and analyzes event logs, performance metrics, and utilization statistics across hardware, operating systems, applications, and networks to identify common precursors to failures. Once found, an alert is sent to the operations team managing that environment, so they can take corrective action before the predicted failure occurs.

Figure 1. EPE learns from previous events and is able to identify precursors to failures, before they result in incidents.

The data gathered by EPE—including previously successful resolution actions—is made available via DiagnoseNow—our second capability. This tool minimizes resolution time by using ServiceNow incident numbers to help the team identify, understand, and resolve issues in a fraction of the time it used to take. It provides a holistic view of what’s happening across a client’s systems on a single pane of glass. This enables the team to spend less time trying to understand the problem, and more time solving it.

The outcomes

These two systems have significantly enhanced Ensono’s level of service to clients. The ability to identify and resolve issues before they occur has led to:

54% reduction in incident mean time to recovery (MTTR)
22% reduction in major incidents
50 major incidents prevented in the last six months
38% reduction in SLA payments year on year
1,700+ issues highlighted in the last six months

“AI has become a force multiplier across our business. The application of it in Ensono Predictive Engine and DiagnoseNow has enabled us to predict—and quickly fix—potential failures before they occur. As a result, our clients can protect their revenue, productivity, and reputations.”

— Tim Beerman, Chief Technology Officer, Ensono

What could AI do for you?

Ensono is at the forefront of the practical application of AI. We use it in our business, and we’re helping organizations around the world do the same. It starts with our Innovation Lab Accelerator, a hands-on engagement designed to rapidly prototype and validate AI use cases, de-risking AI adoption, and accelerating time to value.

The accelerator enables you to test ideas in a controlled environment before scaling them into production. It’s the ideal approach for exploring how AI can solve your unique business challenges—or unlock new opportunities for innovation and efficiency.

Uncover the highest value AI use cases in your organization.
Review your AI readiness holistically.
Develop a working prototype in just a few weeks.

Explore Ensono’s Innovation Lab

Get more client success stories like this

Case Study

Bolstering Confidence Across 10 Million People While Combating Fraud

Learn how Ensono’s identity specialists helped enhance the security and reliability of a government-run company register while reducing fraud and increasing information accuracy for over 10 million people.

Read the case study